Our Complaints Policy
We are committed to providing a high quality legal service to all of our clients. When something goes wrong, we will need you to tell us about it. This will help us to improve our standards.
Our Complaints Procedure
Please tell us if you are not happy with any aspect of the service you receive or a bill that you have received. We would ask you initially to raise any queries or concerns about our work with the person responsible for the day-to-day handling of your case, or their supervisor. Either of these persons will do their best to resolve any problems quickly and to your satisfaction. If they are unable to do so, however, then please contact David Levene, the Client Care Partner at [email protected]
What will happen next
We will send you an acknowledgment letter/email within two business days and record your complaint in our Central Register and open a file for your complaint.We may ask you to confirm or explain the details of your complaint, or invite you to a meeting if we consider that it would help to achieve a prompt resolution to your complaint.
We will aim to send you a detailed reply to your complaint within 28 calendar days of receiving your complaint.
We have 8 weeks from the date we receive your complaint to fully investigate and provide our final response to you. If we have to change any of the timescales above, we will contact you to explain why.
Please note that you will not be charged for any time we have spend dealing with your complaint.
If you remain dissatisfied, you can refer your complaint directly to the Legal Ombudsman (LeO). Their telephone number is 0300 555 0333 and the address is:
PO Box 6806
The time limit for referring your complaint to the Legal Ombudsman is 6 months from the end of our complaints process.
In addition you should be aware that the Legal Ombudsman will not accept your complaint if:
- more than six years have elapsed from the date of the act or omission giving rise to the complaint; or
- more than three years have elapsed from the time when you should have known about the complaint; or
- the date of the alleged act or omission giving rise to the complaint was before 6th October 2010.
Details of the LeO Scheme Rules can be found at www.legalombudsman.org.uk/downloads/documents/publications/Scheme-Rules.pdf
You may also be able to object to our bill by applying to the Court for an assessment under Part III of the Solicitors Act 1974. If you exercise this right you could be prevented from making a complaint to the Legal Ombudsman. In addition, if you apply to the Court for an assessment and if all or part of the bill remains unpaid at the end of that assessment, we are entitled to charge interest. There are strict time limits that apply to this process and you may wish to seek independent legal advice.
If you are eligible under The LeO Scheme, we need to advise you that alternative complaints bodies (such as ProMediate www.promediate.co.uk) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.
However, this firm does not agree to use ProMediate as we prefer the LeO’s adjudication process.
If we entered into an agreement with you via email, you are also entitled to make a complaint using an Online Dispute Resolution (ODR) form which you can find at https://ec.europa.eu/consumers/odr.
If your complaint relates to a breach of the SRA Code of Conduct (The Code) then we will investigate this and will tell you as soon as is reasonably possible if we consider that there has been a breach and apologise if so. If you are not satisfied with our investigation and response, you may ask the SRA to investigate our conduct. Below are contact details for the SRA.
Solicitors’ Regulation Authority
199 Wharfside Street
The Code can be found at www.sra.org.uk/solicitors/handbook/code/content.